How to make a complaint to the VRQA

Step 1: Make a complaint to your school, college or student exchange organisation

Before you can make a complaint to the VRQA, you need to make a complaint directly to your school, registered training organisation (eg college) or student exchange organisation. The VRQA requires all the schools, training organisations and student exchange organisations it registers to have a process for handling complaints and appeals.

To make a complaint to them, ask to see a copy of their complaints and appeals process and follow the steps outlined in the process.

If you are not satisfied with the outcome, move onto Step 2.

Step 2: Ensure that you have checked that the VRQA can investigate

Make sure that:

  • the VRQA is the right agency to investigate your type of school or college (this does not apply to those with a complaint against a student exchange organisation)
  • the VRQA is the right agency to investigate your type of complaint
  • the issue you are complaining about has occurred within the past 12 months.

Step 3: Make your complaint

Complaints must be made in writing. You can make a complaint by doing ONE of the following:

If for reason of disability you cannot make a complaint in writing, you can make a complaint by phone or in person.

For information on what to expect from the VRQA complaints process, see: Complaints process

Advice on making an effective complaint

Focus your complaint

Not all complaints the VRQA receives can be investigated. Your complaint is more likely to be resolved to your satisfaction if you can be specific about which of the registration standards you believe the school, registered training organisation or student exchange organisation is not meeting.

You should also state what you want to happen as a result of making a complaint, for example, what action you want the provider to take.

Include all relevant information

When making a complaint, make sure you include:

  • the name of the school, registered training organisation, student exchange organisation and/or course you are complaining about
  • the issues you are complaining about, e.g. what happened, what was the impact of that event and how has it affected you?
  • any evidence you have to support your complaint, e.g. letters or emails between you and the organisation, marketing materials and letters from other people who are affected.
  • details about the steps you have taken to resolve the matter.